Our Frequently Asked Questions

Modifying shipping address:
 For unshipped orders, you can click edit your shipping address via “My orders”.
2. For already shipped orders, the shipping address CANNOT be changed.

Changing sizes:
 For unpaid orders, you need to cancel the order in “My orders” and place a new one with the correct size.
2. For paid but unshipped orders, you may contact our customer service for changing sizes.
3. For shipped orders, the size cannot be edited. We recommend that you apply for a return after you receive the order.

In our system, the billing address will be automatically generated to the same as shipping address, if you want to change it, you can click “edit” at the checking out page ( this will only work at the first time checkout ).

If you paid already, then no need to change the billing address, as we’ll just ship the order to the shipping address that you left on our site.

Therefore, it does not matter that if the billing address is different from the shipping address.

Normally, you will receive the shipping inform email after order is shipped.
If you did not get, it might be of the below reasons:
1. Please check “My orders” to see the status first, maybe your order is still in processing.
2. Your email security system blocked the email as ads, then you can find the email on your junk email box, or check shipping info directly in “my order”.
More details, you could connect with us for help.

Of course, you can cancel the order if you do not like or want it before the shipment.
Please click your order and choose which one you want to cancel and where the money refund.
But please note once the order has been shipped out, it can’t be canceled anymore.

Sorry to inform you that the shipping channel of the package is determined by the system based on the warehouse closest to you and the inventory of each warehouse. We cannot specify a logistics channel to send your package. According to our experience, during the customs clearance process, some parcels will be randomly checked, which may cause tariffs or delays. This is a normal process for international parcels. Thank you for your nice understanding.

Hi sorry about this inconvenience, we will do partial shipping for your order in the following conditions:

1). Items are in different warehouses.
2). Different item preparing time.
3). Weight limit of custom or courier.

You will receive an email notification when each parcel is shipped.

Hello, we feel sorry that we are unable to modify the declared amount of your parcel.

We are following the requirements of local customs to declare customs clearance. According to our experience, it is normal the customs will randomly check some packages. This is a normal process for international parcels. Thank you for your nice understanding.

If there has no updates on page Tracking after your order is shipped out. The reason is due to your order was sent from our overseas warehouses. Parcels need to arrive your location by plane from overseas, then local shipping company will pick up parcels from airport in working days.

Please give some time for the courier to update the latest tracking info after reaching next station, hope you will receive your package soon and love the wonderful item.

Note: Tracking details can be found in “My orders“.

Apologize about this inconvenience, there are multiple possible reasons ?

1. Wrong or incomplete address

2. Invalid phone number

3. Unable to deliver

Please contact the shipping company for more information or you may contact our customer service for further help.

Really sorry for this, it is international shipping, for now, the package is still in transit. Shipping will update once it has reached the shipping company’s next sort facility.

If you still cannot find it, please do not hesitate to contact us for help.

Please contact your local post office or the shipping courier directly asap with your tracking number for checking.

If you still cannot find your package, please do not hesitate to contact our customer service.


Thanks for ordering from our site. We do apologize that our items do not live up to your expectation.

Would you please connect with us with images of the issued item for this issue?

Then our agent can give you the best solution to meet your satisfaction.

Hope this will help you.

Hi, you may please pay attention to our Return policy first, then please contact our customer service and tell us which items you want to return.

Please follow the return guidelines to complete your return :

1. Sign into your SOUQSQUARE account.

2. Find the order in My orders, click the “Return Item” button.

3. Select the item(s) you would like to return, indicate the reason, and submit.

4. Select an acceptable logistics company to send your package back to our returns warehouse. (Cash on delivery is not accepted.)

5. Please send us the tracking number or return receipt. (Concrete Steps: My orders -> Order Details -> Refund and Refund Records -> Submit Return Confirmation)

Hi, refunds will be initiated for items only, other fees like shipping fee is non refundable.

After checking these, If the refund of items are still incorrect, please contact us for checking.

Once we receive the returned items, it will take up to 14 days for us to process the refund and exchange.
The refund should reflect your account depending on the refund method you selected.

When an item on your order is out of stock, we will send an email to inform you and to allow for an alternate item to be selected. If we do not receive a response within (3) days, the item will be cancelled and refunded.

Generally, we will do refund back to your SOUQSQUARE wallet within 24 hours, you can use it for purchase or transfer to your original payment.

The refund time depends on the refund method you selected.

1. If you choose SOUQSQUARE wallet, it will take 24 hours to be shown.

2. If you choose original payment method, it will take 2-14 days to be shown, that depends on the bank.

Hi, sorry about this inconvenience, would you please contact us for this issue?

Please provide us with images of the issued items as well as the package picture, so that our agent can help you better.

Sorry about this inconvenience, would you please contact us for this issue?

Please provide us with images of the issued items as well as the package picture, so that our agent can help you better. If we send a wrong item to you, we would like to make compensation to you.

Yes, we can accept exchange for most items, you may please pay attention to our Return policy first, then you can contact us to get in touch with customer service for which items you want to return.
Note: Item ID or Item SKU is needed. So that our agent can process your return request and offer the nearest return address for you.
Please follow the return guidelines to complete your return :

1. Sign into your SOUQSQUARE account.
2. Find the order in My Orders, click the “Return Item” button.
3. Select the item(s) you would like to return, indicate the reason, and submit.
4. Select an acceptable logistics company to send your package back to our returns warehouse. (Cash on delivery is not accepted.)
5. Please send us the tracking number or return receipt. (Concrete Steps: My Orders -> Order Details -> Refund and Refund Records -> Submit Return Confirmation)

1. Items must be returned unworn, unwashed, undamaged, and with all original tags attached.
2. The following items cannot be returned or exchanged: bodysuits, lingerie, jewelry, beauty and accessories (except scarves, bags, and mermaid blankets). We cannot offer refunds on cosmetics if the hygiene seal has been broken.
3. Items with non-returnable marks and free gifts cannot be returned.

1. Please do not send your return to the address on your package. This is not the return address and will affect processing your return.
2. Please be sure to double check your returns before shipping them out. We will not be held responsible for the return of non-SOUQSQUARE products.
3. If you receive a damaged/defective item, please contact SOUQSQUARE Customer Service within 24 hours of receipt.

More info, please check Return policy.

We will offer a full refund on all items you returned, exclude return shipping fee and unreturnable items.
Coupon codes will not be refunded as monetary value.
Hope this will help you.

Hi, sorry about this inconvenience, would you please contact us for more help?

Please provide us with images of the issued items as well as the package picture, so that our agent can help you better.

Hi, when you apply return, please choose original payment method as refund path, then refund will be issued to your account.

If you forget to change, please contact us for more help.

Sorry, we don’t offer cash on delivery for now. But please do not worry. We can accept Visa, MasterCard, American Express, Maestro and PayPal payment method.

Hi, we support Credit/Debit Card , PayPal , E-wallet , and some local payment methods.

Usually, customers pay orders with their cards and PayPal.

Hello, we reserve and honor the lower price for certain items if there has been an increase in price after customers added the item to the cart. If there has been the “Reserved Price” tag in the items as mentioned, that’s the reason; otherwise, we suggest you contact our customer service for assistance.

Please make sure to check that you have not applied your coupon to a previously unpaid order. If this is the case, please make sure to cancel the unpaid order so that your coupon may be credited back to your SOUQSQUARE account within 24 hours. And you can check “My orders” to see whether you have an unpaid order.

If you haven’t used this coupon and you cannot use it in your new order, please contact our customer service, we will help you check it.

Hi , after checking the issue, we find it would be caused by the below reasons, would you please kindly check it?

1. The discount is applied to the original price but not sale price on the page. If the item is on sale or discounted more than the coupon discount, there might be not too much price difference after applying the coupon.

2. The code has already been expired.

3. The purchase amount is limited.

If you still cannot apply the coupon, please don’t worry, and contact our customer service, we will help you check it.

Sorry for the inconvenience. Once an order has been placed, we can not apply the coupon code. If this order has not been shipped, you can cancel the order and then you place a new order with the coupon code. If you would not like to do that then you can keep the coupon code for your next purchase.

Hello. We apologize for any inconvenience. It is required by your bank, you can kindly have a check with them. Also please check your email and reply with the requested documents.

Thank you for your understanding and cooperation,

Hi, according to our policy, one order can only use one coupon code. If you have many coupon codes, you can use them in your future orders one by one.

Hope this will help you.

SOUQSQUARE accepts Visa, MasterCard, American Express, and Maestro, and some other local online bank transfers.

If you have trouble paying via credit card:

1. Please check the details of your card information to make sure they are correct, including the expiration date, cardholder name, security code on the back of your card as well as the billing address.

2. Please ensure that you have not reached the card limit or if the card is currently being reviewed by your bank.

3. In the case that your payment is still refused, we suggest trying a different card or payment method ( PayPal ).

If the above instructions fail, please contact us for more help, with as much detail along with the error messages, so that we may assist you 🙂

If you can’t use the coupon code successfully, please check the coupon’s valid period and the amount limit firstly.

All letters of coupons are in English, please check the language when you enter.

If you still cannot apply it, please don’t worry and contact us for more help.

Hope this will help you.

We do apologize for the inconvenience. If an item is marked as “Sold Out”, we suggest you check the site frequently within the next two weeks in case it restocks.

You can check the material of the item in its description.

The most effective way to choose your size is to take your measurements and compare them to the detailed Size Chart.

You could find a size reference on the right of the product photo on product page.

This will help you pick what size is best for your body type.

“One size” does not necessarily fit all sizes but means there’s only one size for this product.

Orders to Europe will be shipped from the warehouses in Europe and China .

Please do not worry for this, once order is shipped out, you will get an email for tracking.

If you find yourself in the middle of any of the following scenarios, stop engaging immediately–you are likely being targeted by a scammer.
1) The Fake Website Scam: You may encounter an ad in a game, or on Facebook, Instagram, or other social media. This ad purports to be a SOUQSQUARE cost-cutting tutorial, and in its comment section are many fake comments saying this ad is legitimate. The endgame of this scam is to lead you onto a fake website to order, so the scammer can run off with your money. Protect your money, do not trust these shady ads!
2) The Prizewinner/Gift Card Scam: A stranger tags or messages you on social media, telling you that you’ve won a lottery drawing, and will be awarded a huge SOUQSQUARE gift card (or other extravagant gift). You are directed to claim your prize by filling out a survey on some website, and asked afterward to purchase postage from this website, so your prize can finally be sent to you. All of this is a scammer’s roundabout way to steal your “postage” payment and personal information. Mind your wallet, don’t trust social media tags and DMs from random!
3) The Unclaimed Package Scam: You get a text message or call telling you that you have a package out there that you never claimed. You are then sent a link, which when clicked, informs you that your package delivery was held up due to so and so reason. Of course, you are assured that your unclaimed package will be released to you if you just pay a fee or enter your payment information. Except, this unclaimed package doesn’t exist, the whole thing is just a ploy to scam you out of money and bank account info! Dearest, please be more careful, less credulous!
4) The Bank Verification Scam: You get a message on one of your communication platforms, from a scammer pretending to be your bank. The message asks you to confirm a bank transaction you supposedly made, by calling a certain phone number. Eager to disprove that you made this transaction, you call the number and get connected to a scammer pretending to be an employee of your bank. This “employee” asks you to “verify” your bank information, so they can steal your credit/debit card number. Many SOUQSQUARE customers have encountered this scam, please watch out!
5) The Account Heist: A scammer can set up a phishing website or pop-up window–perhaps one that looks identical to your SOUQSQUARE login page–trick you into typing in your login credentials, then use those credentials to log into your accounts on SOUQSQUARE and elsewhere, stealing your bank account details, address, and other critical information.
6) The Fake Partnership Scam: You get an email claiming to be from SOUQSQUARE’s official headquarters, inviting you to do some form of partnership. But wait, before you can collaborate, they need your help paying for postage so they can ship you the product! After you pay their “postage fee,” the scammers will disappear with your money. Watch out for this scam! Protect your wallet!
7) The Fake Job Scam: Someone texts you from an unknown number, or messages you on one of your social media apps (usually WhatsApp, Facebook, or Instagram), informing you that you have been recruited by SOUQSQUARE to work online and earn some extra income. The only catch is, you must pay them first before you get paid. These are not job recruiters, they are scammers. Don’t trust them!

Hi, for this issue, you can click the “unsubscribe” button at the bottom of the promotion email. If it does not work, please get in touch with our customer service for this issue. Once you unsubscribe we will not be able to email you any more promotions.

Hi, please follow these steps to delete saved card info:

1. Please check “My Payment Method“,

2. You can choose to delete the specific card you saved before.

Hi, for this issue :

1. Please make sure you are using the correct email address and password you registered with. If you cannot remember the password you can click button “Forgot Your Password” when logging in, then you can reset new password.

2. Please kindly note that you may have several SOUQSQUARE accounts with same email address, such as the normal account you register with your email address, your Facebook account and your Google account. Please make sure which one you are used to log in.

Also if the email address is wrong, you can contact us for help.

1) Before placing any order, make sure that you are on SOUQSQUARE’s official website or App. The only official SOUQSQUARE web domain is www.souqsquare.com or www.souqsquare.be
2) Ignore any announcements for promotional events or prize-winning opportunities from SOUQSQUARE, that don’t come from SOUQSQUARE’s official channels.
3) If you receive notice that you’ve won a prize, please verify this notice’s authenticity. Official SOUQSQUARE prize winners will never be asked to pay any shipping or handling fees, or be required to hand over their personal information.
4) Be wary of all unfamiliar online accounts and links you encounter. Do not open unfamiliar links or files you receive. Never transfer money or personal information to any unfamiliar online account, or through any unfamiliar website.
5) Always remember that SOUQSQUARE never recruits employees through Direct Messaging on any platform. Furthermore, we would never require you to make any advance payment or deposit in order to collaborate with us or work for us.

Would you please follow the steps below:

1. Click “Sign in” on the top right corner of our homepage.

2. Select “Forgot Your Password“.

3. Enter your registered email address in the provided box.

4. You may receive the reset email and you will create a new password with the link. Please also check your junk mail folder if you cannot locate our mail.

Hello, please click Account security on page Settings, then you will be able to create a new password.